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Company information

Emerald Trading Company W.L.L, an authorized distributor of IQOS and a company with limited liability, with registration number 138541-1 and VAT number 220014675100002, having our registered address at Building 1032, Road 130, Block 701, TUBLI, Bahrain.

CONSUMER PRIVACY NOTICE

We take the privacy of our consumers seriously. This notice tells you who we are, what information about you we collect, and what we do with it. We will process information about you only in accordance with applicable laws. Click on “find out more” in each section for further information.

This is a global notice and explains our general practices.  Where local laws or regulations require that we process information differently, or refrain from such processing, we will always comply with applicable local law.  For anything not contemplated by this notice, we may issue a supplemental notice. You should read any supplemental notice in conjunction with this notice.

In the section introduced as “What rights and options do you have?”, you can also find information about your rights.

 

Who are we?

We are Emerald Trading Company W.L.L a company with limited liability, with registration number 138541-1, having our registered address at Building 1032, Road 130, Block 701, TUBLI, the authorized distributor of PMI products in Bahrain. 

Our details (name, address, etc.) will have been given to you separately at the time of (or to confirm) the collection of information about you, for example, in a notice, on an app or a website, or in an e-mail containing a link to this notice. Please use these details if you wish to contact us in relation to the processing of your personal data. 

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  • ‘Philip Morris International or PMI means Philip Morris International, a leading international tobacco group headquartered in Lausanne, Switzerland. It is made up of a number of companies or “affiliates”.
  • PMI product: means a product of PMI or one of its affiliates.

How do we collect information about you?

We may collect information about you in various ways.

You may provide us with information directly (e.g. filling in a form, making a call to us, or uploading information to us via a mobile app).

We may collect information automatically when you interact with our systems or we communicate with you (e.g. when you use one app or website administered by us, or, where we use technologies to observe when you receive or open e-mails or receive SMS messages).

We may also collect information from third parties (e.g. publicly-available information, information on social media platforms such as Meta and X). For example, where permitted by law, we may infer information about you from aggregated information we acquire from third parties. By way of example, this may include statistical information about people in certain geographical areas.

In this notice, we refer to all the methods by which you are in contact with us as “Touchpoints”. Touchpoints include both physical touchpoints for example, retail outlets, (these include both  retail outlets operated directly by us and third party retail outlets), events, (these include events arranged by us and third party events at which we are present with PMI products), consumer contact centres, and digital touchpoints (for example, apps, social media and websites).

 

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We may collect information that you provide directly. Typically, this will happen when you:

  • sign up to be a member of a databases operated by us (including loyalty programs), which will include performing age verification (this could be in person, via an app, or online, including AI analysis of your face);
  • request information about PMI products, which may include age recognition (this could be in person, via an app, or online, including AI analysis of your face);
  • purchase PMI products or services at a retail outlet;
  • download, or use, a digital Touchpoint operated by us (e.g. an app or a website);
  • contact us through a touchpoint, or by e-mail, social media or telephone;
  • register a device with us;
  • subscribe to a panel portal operated by us;
  • register to receive press releases, e-mail alerts, communications or other materials related to PMI products or our operations;
  • participate in surveys or (where permitted by law) competitions or promotions; or
  • engage with one of our sales representatives or attend an event that a PMI affiliate has organised.

We may collect information from an electronic device, if you choose to share the information with us. This may be shared with us through a direct connection to the internet, or via one the apps administered by us that you have downloaded.

We may collect information about you automatically. Typically, this will happen when you:

  • visit one of the outlets that we operate and  that sells PMI products (for example, by collecting your data at check-out, or through sensors at the outlet that connect with mobile technology);
  • attend an event that we have organised (for example, through purchases at the event or through sensors at the event that connect with mobile technology);
  • communicate with us (for example, through a touchpoint, or social media platforms);
  • use digital Touchpoints that we may operate, for example, through tracking mechanisms (such as cookies, web beacons/pixels and other tracking technologies such as device identifiers);
  • use third party websites (for example, using technology similar to that described in the bullet above); 
  • make public posts on social media platforms that we follow (for example, so that we can understand public opinion, or respond to requests concerning PMI products); or
  • are referred to us by another consumer of PMI products. 

As mentioned above, we may collect information about you automatically through the use of cookies and similar tracking technologies if you agree to (or do not opt out of) their use when you visit the digital Touchpoints we operate. The specific cookies and other tracking technologies used will depend on the touchpoint in question. To learn about the mechanisms used on a particular Touchpoint, including how you can accept or refuse them, please see the information made available on, or through, that touchpoint. You should review the privacy notice of these providers to see how they process personal data about you. These mechanisms may include Google analytics cookies (see www.google.com/policies/privacy/partners/.)

We use these cookies and other tracking technologies to conduct digital personalized communication that is relevant to you, using various partners. This may involve matching the email addresses and mobile phone numbers that we hold for you with the email addresses of our communication partners, to show you the most relevant digital communication (where permitted by law). We only do this where you have given us consent (or have not opted out of data sharing according to applicable law). Sometimes we may also process information about you to build lookalike profiles. This allows us to generate similar audiences for prospective customers (who may have similar interests or demographics to you) through platforms like Google, based on data that the communication platform holds about other people. Usually this means sharing your email address with our communication partners.

In addition, where permitted by law, we may acquire information about you from third parties. This may include information shared with PMI affiliates, publicly available profile information (such as your preferences and interests) on third party social media sites (such as Facebook and X),  consumers lists and supplementary information acquired from third party agencies. For such data, we may act as an independent controller in certain cases, or a joint controller with the third party in relation to these processing activities. 

Where you log in to your account using a social media account (e.g. Facebook, Google, etc.) we have no control or influence over the data that social networking site collects via that plugin or link. For more information, please consult the relevant data privacy notice of these third parties.

 

We may also collect information in other contexts made apparent to you at the time.

What information about you do we collect?

We may collect various types of information about you such as:

  • information about your orders, including information necessary to fulfil them
  • information necessary to provide warranty services
  • information about the referrals you make
  • information you give us in forms or surveys, and similar information that you give to third parties to be transferred to us
  • information about your location, where you choose to share it with us (for example, on your mobile phone)
  • information about your visits to our outlets or events (or outlets or events of others with whom we work)
  • information you give us in communications (e.g. letters, calls, chats, e-mails, SMS and instant messages) 
  • information about your preferences and interests (including information that we infer from other information, for example from statistical information)
  • information necessary to verify your age such as identification documents or using AI analysis of your face
  • information generated by your electronic device (for example, IQOS), if you choose to share it with us
  • information about your experience of using PMI products and our services
  • statistical information about you (for example, statistical information about people in certain geographical areas)
  • information that may relate to adverse events (such as any unwanted health effect when using one of PMI products) when you report them to us
  • information about you that we acquire from third parties, where you agreed that the third party can share your data with others.

 

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Information that we collect from you directly will be apparent from the context in which you provide it. For example:

  • if you order a product from us through a Touchpoint, you provide your name, contact, billing details, payment methods, and the products you have chosen so that we can fulfil your order;
  • you may provide information on your product preferences, interests and experience so that we can offer you products and services that will interest you, and to improve PMI products and our services;
  • if you make an appointment to see us (or someone supporting PMI products or our services), we may collect your name and contact details;
  • we may collect information that enables us to verify your age, for example a copy of an identity document or your facial image (either as a photograph or a video);
  • if you have downloaded one of the apps we administer, we may ask to use your location (even when the app is closed or not in use) for certain features. For example, the “find my IQOS” feature helps you find your device if lost, and it won’t work properly if you don’t share your location. We don’t keep the location data. It will only be used to allow these features and only if you agree to share this data by agreeing to the respective in-app disclosures;
  • if you communicate with one of our contact centres, you may give us information, for example about your experiences using PMI products and our services, to allow us to deal with your requests.

Information that we collect from an electronic device, if you choose to share the information to us. This may include, for a PMI electronic device, information about the device itself (such as holder serial number, charger serial number, firmware version, device errors).

Information that we collect automatically will generally concern:

  • details of your visit or call (such as time, date, and duration);
  • audio or video recordings (where permitted) of your calls or visits to Touchpoints, which we may transcribe to text format;
  • your visits to sales outlets or participation at events (including areas in the immediate vicinity), how frequently you visit, which areas you visit and for how long, and which purchases you make;
  • your use of digital Touchpoints we operate (such as the pages you visit, the page from which you came, and the page to which you went when you left, search terms entered, or links clicked within the touchpoint, when you first open the touchpoint, for how long you use it, and how you interact with messages we send you or communication we show you); we may use cookies and similar tracking technologies (such as pixels/web beacons) to do this;
  • your use of third-party websites, where the information collected will be similar to that described in the bullet above (we may use cookies and similar tracking technologies (such as pixels/web beacons) to do this);
  • your mobile or desktop device and software (such as your IP address or unique device identifier (for example, mobile advertising identifier (MAID) or Android ID (SSAID)), location data (either your general location (derived from your IP address, in which case the information we have will be general, e.g. the town you are in), or your precise location (if you choose to share it with us for specified purposes, e.g. store locator)), device brand and model, the display settings of your monitor, web browser type, operating system, (some of which may be used in “digital fingerprinting” (see for what purposes we process information about you, below)) and details of any cookies (or similar technologies) that we may have stored on your device); 
  • if you return your PMI electronic device to us, we may extract data from the device in order to check why that device has stopped working. If you take your device to one of our stores because it is faulty, we will only extract data where you agree to share the data it holds with us;
  • Where permitted by law, we may infer information about you from information about you that we already have. For example, we may analyse your interactions with us to conduct segmentation and profiling to improve PMI products and our services, customize our offers and communications to you, or we may use aggregated information about people in certain geographical areas, that we acquire from third parties, to infer your preferences.

Information that we collect from third parties will generally consist of publicly available information (such as your preferences, interests and experiences), for example from public social media posts.

 

For what purposes do we use information about you, and on what legal basis?

In this section, we describe the purposes for which we use personal information. However, this is a global notice, and where the laws of a country restrict or prohibit certain activities described in this notice, we will not process information about you for those purposes in that country.

Subject to the above, we process information about you for the following purposes:

  • To comply with regulatory obligations, such as verifying your age and status as a user of PMI products or to report data related to adverse events.
  • To (if applicable) lend or sell PMI products to you, including fulfilling your orders and processing your payments
  • To provide sales-related and product support services to you, including dealing with your inquiries and requests, and providing warranty and support services including personalized support and insights on the use of PMI products 
  • To market PMI products and our services (where permitted by law), including administering loyalty programs and referral programs, product improvement, market research (including demonstrating fair practices in market research), developing commercial strategies, creating personalized offers and communications, administering communication campaigns, creating and executing targeted digital communication on websites that you visit or to build lookalike audiences to target prospective customers (who may have similar interests or demographics to you), customizing your interactions and experience with us, for example at outlets that sell PMI products, events, customizing the content of messages we send to you, communication we show you or interactions we have with you. 
  • To understand whether you are still engaged with our communication and whether you wish to continue to receive it
  • For us or our business partners to inform you of potential opportunities in relation to PMI products 
  • To enable you to use, and improve your experience of Touchpoints and PMI electronic devices
  • To support all the above, including administering your accounts, corresponding with you, managing your appointments with us or with someone supporting PMI products or our services (for example, regarding a new product, or after-sales service), customizing your experience of Touchpoints, fraud prevention (for example in the context of our promotions, competitions and surveys, to ensure that they are not taken more than once by the same person, or in the context of e-commerce to protect cardholder and account information), personnel training and quality control, and administration and troubleshooting
  • For business analytics, statistical or scientific purposes, including improving PMI products (for data collected from PMI electronic devices, this will apply if you have chosen to send the information to us for these purposes or if you return a device to us) and services, outlets and events, and the information that we (or our affiliates) provide to you
  • For other purposes that we notify you of, or will be clear from the context, at the point information about you is first collected

The legal basis for our use of information about you is one of the following (which we explain in more detail in the “find out more” section):

  • compliance with a legal obligation to which we are subject;
  • the performance of a contract to which you are a party;
  • a legitimate business interest that is not overridden by interests you have to protect your data;

where none of the above applies, or where the law requires it, your consent (which we will ask for before we process the information).

 

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The purposes for which we process information about you, with corresponding methods of collection and legal basis for use, are:

Purpose

Method of collection and legal basis for processing

Comply with regulatory obligations

·       verify your age and status as a user of PMI products (depending on the country and on the Touchpoint, this can be a manual or an automated process; in some countries you will upload or give us access to your facial image (photograph/video), which will be reviewed by AI solutions to automatically determine your age (but without identifying you)).

· Report adverse events related to PMI products

This information is generally provided to us by you directly.

We use it because it is necessary for us to comply with a legal obligation to sell products only to adults and to monitor the safety of such products, or, in countries where there is no such legal obligation, because we have a legitimate business interest to sell PMI products only to adults and ensure the safety of such products that is not overridden by your interests, rights and freedoms to protect information about you.

Lend or sell PMI products

·       fulfil your orders (including sending receipts)

·       process your payments

·       provide warranty and support services

This information is generally provided to us by you directly (typically, name, address, e-mail address, payment information).

We use it to discharge our contractual obligations to you as a buyer or borrower of PMI products.

Provide sales-related and product support services

·       deal with your inquiries and requests, and information about your experience with PMI products and our services

· provide you with personalized support on device usage     

 ·       correspond with you

·       general administration and troubleshooting

·       administer loyalty programs

This information is generally provided to us by you directly but may be combined with information that we collect automatically (for example, using technology (such as cookies and web beacons/pixels) to monitor your use of Touchpoints and e-mails from us), and using similar technology to monitor your use of third party touchpoints; and (where permitted by law) information that we acquire from third parties (such as public social media posts).

We use it because we have your consent to do this (these cases will be clear from the context); or we have a legitimate business interest in providing sales-related and product support services to our customers that is not overridden by your interests, rights and freedoms to protect information about you.

Market PMI products (where permitted by law)

·       understand your preferences (such as what products or events may interest you or may be better tailored to your needs) and, where permitted by law, market to you personally

·       understand whether you are still engaged with our communication and whether you wish to continue to receive it

·       administer loyalty and referral programs

·       invite you to participate in, and administer, surveys or market research campaigns

·       for market research, and for demonstrating fair market research practices

·       develop commercial strategies

·       administer communication campaigns

·       customize your experience of Touchpoints (for example, to personalize your visit, such as with greetings or suggestions that might interest you)

This will typically be a combination of information that you provide to us (for example, your name and contact and social media details); information that we collect automatically (for example, using technology (such as cookies and web beacons/pixels) to monitor your use of Touchpoints and electronic messages (e.g. e-mails and SMS) from us), and using similar technology to monitor your use of third party touchpoints to conduct targeted paid media and programmatic paid media to effectively reach and engage with you. Paid media involves purchasing space on publishing platforms such as social media platforms, search engines, and third party websites; and (where permitted by law) information that we acquire from third parties (such as public social media posts).

We use it on the grounds that either:

·       you have provided your consent to do this (these cases will be clear from the context); or

·       we have a legitimate business interest to market PMI products, to operate Touchpoints, to customize your experience, and to understand whether you wish to continue to receive our communication that is not overridden by your interests, rights and freedoms to protect information about you.

Market PMI products (where permitted by law) (continued)

·       provide you with information about and manage (if permissible) promotions, products and services, outlets, events and the regulation of PMI products

·       customize your experience with us, for example with customized messages and offers we send you, or communication we show you

· allow us or our business partners to inform you of potential opportunities regarding PMI products or any regulatory changes that may affect our ability to provide you with certain products 

       · develop and improve tools to pursue these purposes

This will typically be a combination of information that you provide to us (for example, your name and contact and social media details); information that we collect automatically (for example, using technology (such as cookies and web beacons/pixels) to monitor your use of Touchpoints and electronic messages (e.g. e-mails and SMS) from us), and using similar technology to monitor your use of third party touchpoints; and (where permitted by law) information that we acquire from third parties (e.g. public social media posts, and statistical information).

We use it on the grounds that we have a legitimate business interest to market PMI products and our services that is not overridden by your interests, rights and freedoms to protect information about you.

In certain countries, where required by law, we will send you these materials in electronic format, and use these technologies, only with your consent.

Use of Touchpoints and PMI electronic devices

To enable you to use, and improve your experience and usage of, Touchpoints and PMI electronic devices

This information, if you choose to send it to us, will be sent to us either directly from the device’s own connection to the internet, via one of our apps that you may download, or via the various retailer touchpoints. 

This may include information aboutthe device itself (such as holder serial number, charger serial number, firmware version, device errors).

We use it because we have your consent to do this (these cases will be clear from the context) or because we have a legitimate business interest to provide you with support for Touchpoints and PMI electronic devices, which is not overridden by your interests, rights and freedoms to protect information about you.

Supporting our relationship with you

·       administering your accounts

·       enabling you to use Touchpoints (for example, allowing you to remain logged in to sections of a touchpoint that are reserved for authorized users only, administering your language preference, associating your shopping cart with you, enabling certain features of the Touchpoint, e.g. the “find my IQOS” feature (where you choose to share your location))

·       corresponding with you

·       managing your appointments with us or with someone supporting PMI products or our services (for example, regarding a new product, or after-sales service)

·       enhancing your experience

·       fraud prevention (for example in the context of our – if permissible - promotions, competitions and surveys, to ensure that they are not taken more than once by the same person, or in the context of e-commerce to protect cardholder or account information)

·       personnel training and quality control (including using transcriptions of recordings of calls to contact centres to produce aggregated insights), and administration and troubleshooting

This will typically be a combination of information that you provide to us (typically, name, password (or equivalent)) and information that we collect automatically (for example, information about your device, and cookies and similar tracking technologies, and (where permitted) recordings of your calls (and transcriptions of those recordings) or visits to Touchpoints).

We use it on the grounds that correspond to the purpose for using the information that we are supporting. For example, where we administer your account to support a purchase or to provide after-sales service, we use the information to discharge our contractual obligations to you as a buyer of PMI products; where we administer your account to show you PMI products,  we use it on the grounds that we have a legitimate business interest to market PMI products that is not overridden by your interests, rights and freedoms to protect information about you.

Business analytics and improvements

For business analytics, statistical or scientific purposes, including for improving PMI products (for data collected from electronic devices, this will apply only if you have chosen to share the information to us for these purposes or return a faulty device), services, outlets that sell PMI products, events, PMI digital touchpoints and the information that we (or our affiliates) provide to our customers

This will typically be a combination of information that you provide to us (such as information from your communications with Touchpoints; or demographic information, e.g. your age, gender and the city where you live); information that we collect from your electronic device (which, for PMI electronic devices, will include information about your electronic device); information that we collect automatically; and (where permitted by law) information that we acquire from third parties. Where we have more than one type of data from these categories, we may combine them to improve our analysis.

We use it because we have your consent to do this (these cases will be clear from the context); or because we have a legitimate business interest to analyze and to improve our business performance, PMI products, Touchpoints, outlets and events, that is not overridden by interests, rights and freedoms to protect information about you.

 

Where we do not base our use of information about you on one of the above legal bases, or where law requires it, we will ask for your consent before we process the information (these cases will be clear from the context).

Where this is the case, we will provide a supplemental privacy notice that explains such use. You should read any supplemental notice in conjunction with this notice.

Do we use Artificial Intelligence (AI) and Machine Learning (ML)?

We may use artificial intelligence (AI) features to enhance your consumer experience. By way of example, the consumer portal may include a conversational chatbot supported by AI features that answers frequently asked questions and assists you with navigating the portal. The chatbot can help you search for products, manage your account, and provide support.

Additionally, we may use AI features, such as machine learning and statistical algorithms, to support the analysis of your behaviors and interactions with Touchpoints and conduct segmentation and profiling, where permitted by law. This helps us understand and enhance your experience, improve PMI products and our services and tailor them to provide you a personalized experience. By way of example, these AI features analyze various data points, such as purchase history, browsing behavior, and demographic information, to determine, based on similarities between consumers’ patterns and behaviors, which segment you may belong to and allow our teams (human intervention) to use this information to undertake relevant and personalized actions that are most relevant to you. 

We may also use AI capabilities to assist us in preventing fraudulent actions. Other uses of AI features may be applied to assist you to conduct technical diagnostics, including firmware updates, regarding your device when you approach us in one of our touchpoints.

Lastly, we may also use AI features in our interactions with you to support customer care services, improve their efficiency (including your satisfaction with these services) and quality reviews of customer care interactions. This helps us to measure your customer experience, provide the best possible customer care support and identify areas for improvement. For example, by analyzing such interactions, we can better understand common issues and trends, leading to higher customer service and satisfaction.

Who do we share your information with, and for what purposes?

We may share information about you with:

  • PMI affiliates;
  • third parties who provide PMI affiliates or you with products or services;
  • PMI affiliates’ carefully selected business partners (in areas connected with PMI products) so that they can contact you with offers that they think may interest you, in accordance with your preferences; and
  • other third parties, where required or permitted by law.

We share information about you with others only in accordance with applicable laws. Thus, where the law requires your consent, we will ask for it before sharing your data.

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Sharing data with PMI affiliates

 

  • Information about you will be shared with Philip Morris Products S.A. (based in Lausanne, Switzerland), which is the place of central administration of personal data processing for PMI affiliates. Philip Morris Products S.A. processes the information about you for the purposes described in this notice as a data controller, for example to improve PMI products and our services.
  • Information about you will be shared with the PMI affiliate established in the country in which you live for the purposes described in this notice.
  • Information about you will be shared with the PMI affiliate responsible for overseeing the operations in the country we operate (and from which we have collected your personal information).
  • Information about you may be shared with other PMI affiliates that you contact (for example, if you travel and you want to know where to buy PMI products in a new country, or where to find service or support for PMI products) in order to enhance our services to you.

Details of PMI affiliates and the countries in which they are established are available here.

 

Sharing data with Third Parties

 

  • To the extent permitted by applicable law, we may share information about you with third parties who provide us, PMI affiliates or you with products or services (such as payment service providers, delivery providers, retailers, market research agencies, product demonstrators, advisers, information services providers and age verification providers).
  • To the extent permitted by applicable law, we may share information about you with carefully selected third party business partners (in line with the kind of thing you might associate with PMI products, for example because they have similar or complementary image, style, or functionality) so that they can contact you with products, services and promotions that they think may interest you, in accordance with your preferences.
  • We may share information about you with other third parties, where required or permitted by law, for example: regulatory authorities; government departments; in response to a request from law enforcement authorities or other government officials; when we consider disclosure to be necessary or appropriate to prevent physical harm or financial loss or in connection with an investigation of suspected or actual illegal activity; and in the context of organisational restructuring.

 

Where might information about you be sent?

We transfer information globally to PMI affiliates and and to our service providers and, as applicable, PMI affiliate’s service providers.  Your data may therefore be transferred to other countries as part of our standard operations.  Whenever we transfer your data abroad, we will limit access to your data only to those who need to see it, process your data in accordance with our internal data protection standards, protect it appropriately and only transfer information in compliance with applicable data privacy laws.  When data is transferred, we will require the receiving party to keep your data confidential, delete it when it is no longer required and act in accordance with this privacy notice.  Accordingly, information about you may be transferred outside of your jurisdiction.  For example, if you live in the EEA, UK, Australia or Japan, your data may be processed in another country.

 

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When using information as described in this notice, information about you may be transferred either within or outside the country or territory where it was collected, including to a country or territory that may not have equivalent data protection standards.

In all cases, appropriate security measures and safeguards for the protection of personal information will be applied in those countries or territories, in accordance with applicable data protection laws.

How do we protect information about you?

We implement appropriate technical and organisational measures to protect personal information that we hold from unauthorised disclosure, use, alteration or destruction. Where appropriate, we use encryption and other technologies that can assist in securing the information you provide.  However, no method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, while we use reasonable means to protect your information, we cannot guarantee its absolute security or confidentiality.


Where we have given you (or where you have chosen) a password which enables you to access any portal or account, you are responsible for keeping this password confidential. We ask you not to share your password(s) with anyone.

If you suspect any misuse or loss of or unauthorised access to your personal information, please let us know immediately. Please raise your concern by contacting us and we will investigate the matter and update you as soon as possible on next steps.

 

How long will information about you be kept?

We will retain information about you for the period necessary to fulfil the purposes for which the information was collected in accordance with our internal data retention standards. After that, we will delete it. The period will vary depending on the purposes for which the information was collected. Note that in some circumstances, you have the right to request us to delete the information. Also, we are sometimes legally obliged to retain the information, for example, for tax and accounting purposes.

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Typically, we retain data based on the criteria described in the table below. Where these periods conflict with legal obligations, for example, for tax and accounting purposes, to either retain the information for a set minimum period of time, or to delete it after a set maximum period of time, we apply those set periods instead.

Type

Explanation/typical retention criteria

sending communications to you or targeting communications at you (if you use digital Touchpoints and are contactable)

Most of the information in your communication profile is kept for the duration of our relationship with you; for example, while you continue to use digital Touchpoints, or respond to our communications. However, some elements of your communication profile, such as records of how we interact with you, naturally date and may be inaccurate after a period of time, so we delete them automatically after defined periods (typically 3 years) as appropriate for the purpose for which we collected them.

sending communications to you or targeting communications at you (if you are no longer in contact with us)

If we don’t have any contact with you for a long period (typically 3 years), we will stop sending you communications and typically data are deleted or anonymised. This will happen, for example, if you do not click through to an invitation to an event, log on to a digital Touchpoint, or contact customer care, during that 3 year period. The reason is that in these circumstances, we assume you would prefer not to receive communications from us.

sending communications to you or targeting communications at you (if you are not contactable)

If you have registered to receive communications, but the contact information no longer works, we will retain your details for a period of time (typically 1 year) to allow you to return and correct it.

sending communications to you or targeting communications at you (incomplete registrations)

If you commence registering yourself in a database, but do not complete the process (for example, if you do not complete the age verification process, or you do not accept the Touchpoint’s terms of use), we will retain your details (to allow you to return and complete the process) for up to 30 days, depending on the type of information that is missing.

market research

If you are not registered with us for other purposes (e.g. receiving communications, warranty, customer care), and we use publicly available information about you in order to understand the market or your preferences, we will retain information about you for a short period of time in order to perform the particular market research activity.

If we collect information about you in other market research contexts, we will retain that information:

  • for the purposes of the individual item of market research for the period reasonably required (typically no longer than 1 year); and
  • for the purposes of demonstrating fair practices,  for so long as we need to be able to demonstrate that, and we will regularly review whether that purpose has been achieved to determine whether the retention is still required.

purchases, loyalty transactions and warranty

If you purchase goods or perform a loyalty transaction, we will retain details of this for so long as required to complete the sale, and to comply with any legal obligations (for example, for tax and accounting record-keeping purposes and fraud-prevention purposes). If you also register for a warranty for a device, we will retain details of this for so long as relevant to the warranty period.

customer care

If you contact customer care, we will maintain a record of the interaction (including details of your enquiry and our response) and retain it while it remains relevant to our relationship, for example if you need us to replace a device under warranty, or if your recent enquiries are relevant. Temporary records (for example, an automated recording of a telephone call in which you ask us to direct you to a retail outlet) may be relevant only until more permanent records are made and will be retained only temporarily.

system audit and fraud prevention

System audit logs are retained typically for a period of up to 6 months for system recovery and for up to 10 years for fraud prevention.

business analytics

We keep most business analytics data for the duration of our relationship with you as described in the first line of the table above. However, some elements of it, such as some device information (if you choose to share it with us), naturally go out of date after a period of time, so we delete this automatically after defined periods as appropriate for the purpose for which we collected them.

device data

We keep data collected from your device (should you choose to share it with us or return a faulty device to us) for various periods, according to the purposes for which we use it:

  • product improvement: 5 years (or earlier if you delete your profile)
  • business analytics: 5 years (or earlier if you delete your profile)
  • device care including device diagnostics and upgrades: 5 years 
  • demonstrating fair treatment of a consumer: 10 years

age verification

The details you submitted for us to verify your age are deleted once we have completed the process of verification. We operate several processes for doing this and the retention period varies according to the process that is followed, from a few minutes to six months. We also keep some details separately, for fraud prevention purposes – see above.

age recognition using AI (this may be used if you request information about PMI products)

Your image is deleted immediately following the analysis which only takes a few seconds.



What rights and options do you have?

You may have some or all of the following rights in respect of information about you that we hold:

  • request us to give you access to it;
  • request us to rectify it, update it, or erase it;
  • request us to restrict our using it, in certain circumstances;
  • object to our using it, in certain circumstances;
  • withdraw your consent to our using it;
  • data portability, in certain circumstances;
  • opt out from our using it for direct communication; and
  • lodge a complaint with the supervisory authority in your country (if there is one).

We offer you easy ways to exercise these rights, such as “unsubscribe” links, or giving you a contact address, in messages you receive.

Some mobile applications we offer might also send you push messages, for instance about new products or services. You can disable these messages through the settings in your phone or the application.

FIND OUT MORE

The rights you have depend on the laws of your country. If you are in the UK, European Economic Area and Switzerland, you will have the rights set out in the table below. If you are elsewhere, you can contact us (see the paragraph “who should you contact with questions?” at the end of this notice) to find out more or look at the specific section for your country below.

Right in respect of the information about you that we hold

Further detail (note: certain legal limits to all these rights apply)

to request us to give you access to it

This is confirmation of:

·       whether or not we process information about you;

·       our name and contact details;

·       the purpose of the processing;

·       the categories of information concerned;

·       the categories of persons with whom we share the information and, where any person is outside the UK, EEA and Switzerland and does not benefit from a European Commission adequacy decision, the appropriate safeguards for protecting the information;

·       (if we have it) the source of the information, if we did not collect it from you;

·       (to the extent we do any, which will have been brought to your attention) the existence of automated decision-making, including profiling, that produces legal effects concerning you, or significantly affects you in a similar way, and information about the logic involved, as well as the significance and the envisaged consequences of such processing for you; and

·       the criteria for determining the period for which we will store the information.

On your request we will provide you with a copy of the information about you that we use (provided this does not affect the rights and freedoms of others).

to request us to rectify or update it

This applies if the information we hold is inaccurate or incomplete.

to request us to erase it and in some cases an extension of this right, the right to be forgotten

This applies if:

·       the information we hold is no longer necessary in relation to the purposes for which we use it;

·       we use the information on the basis of your consent and you withdraw your consent (in this case, we will remember not to contact you again, unless you tell us you want us to delete all information about you in which case we will respect your wishes);

·       we use the information on the basis of legitimate interest and we find that, following your objection, we do not have an overriding interest in continuing to use it;

·       the information was unlawfully obtained or used; or

·       to comply with a legal obligation.

to request us to restrict our processing of it

This right applies, temporarily while we look into your case, if you:

·       contest the accuracy of the information we use; or

·       have objected to our using the information on the basis of legitimate interest

(if you make use of your right in these cases, we will tell you before we use the information again).

This right applies also if:

·       our use is unlawful and you oppose the erasure of the data; or

·       we no longer need the data, but you require it to establish a legal case.

to object to our processing it

You have two rights here:

(i)       if we process information about you for direct communication: you can “opt out” (without the need to justify it) and we will comply with your request; and

(ii)     if we process information about you on the basis of legitimate interest for purposes other than direct communication, you can object to our using it for those purposes, giving an explanation of your particular situation, and we will consider your objection.

to withdraw your consent to our using it

This applies if the legal basis on which we use the information about you is consent. These cases will be clear from the context (for example, if you gave your consent using the preference center in one of our apps, you can withdraw your consent by turning off the corresponding toggle).

to challenge certain automated decisions 

If we make a decision based solely on automated processing, and that decision produces legal effects concerning you or significantly affects you, you have a right to contest the decision, to request us to have a human review of that decision, and to express your point of view.

This right does not apply if:

(i) you gave your consent to the decision beforehand;

(ii) that use of information about you is necessary for entering into; or the performance of, a contract between you and us; or

(iii) it is authorized by law.

As mentioned above, these decisions will be drawn to your attention at the time, together with information about the logic involved in the decision, as well as the significance and the envisaged consequences for you of such use of information about you.

to data portability

If:

(i)   you have provided data to us; and

(ii)  we use that data, by automated means, and on the basis either of your consent, or on the basis of discharging our contractual obligations to you,

then you have the right to receive the data back from us in a commonly used format, and the right to require us to transmit the data to someone else if it is technically feasible for us to do so.

to lodge a complaint with the supervisory authority in your country

If you have any complaint, we will welcome the opportunity to resolve it for you directly.  Please consider contacting us via the contact details linked at the start of this notice before contacting a supervisory authority.

If you do wish to contact a supervisory authority,  please consult the website of your country’s authority.

If you are unsure who your jurisdiction’s supervisory authority is, please contact us for further details.

 



Who should you contact with questions?

If you have any questions, or wish to exercise any of your rights, please contact 800-06756 contact.bh@iqos.com.  Contact details will also be given in any communications we send you.

If your country has a data protection authority, you have a right to contact it with any questions or concerns. 

Changes to this notice

We may update this notice (and any supplemental privacy notice), from time to time. Where the law requires it, we will notify you of the changes; further, where the law requires it, we will also obtain your consent to the changes.

Last modified July 1, 2025. 



Terms of use
for IQOS website("Terms of Use")

Introduction

Welcome to the www.bh.iqos.com ("Website"), a web site operated by Emerald Trading Company W.L.L (referred to as "we" or "us" in these Terms of Use)

Services and Privileges

Terms and Conditions of certain customer post-purchase care and Support Services provided by

Emerald Trading Company W.L.L of Kingdom of Bahrain

Last updated: [24/5/2023]

  1. Application of Terms/Eligibility
    1. These terms and conditions (Terms) are applicable to and govern provision of the post-purchase care and support services described in sections 4 - 6 below (Services). 
    2. You may be eligible for the Services only if: (i) you are an IQOS user aged 18 years and over and you are registered in our IQOS consumers database; and (ii) your main residence is in the Kingdom of Bahrain, (iii) you have registered an eligible device as described in paragraph 2.1 (Device) in our database either at iqos.com, by calling customer service center, by post, at IQOS coach or at a participating IQOS store.
    3. By using any of the Services, you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use any of the Services, you agree to be bound by these Terms. Your acceptance of these Terms is deemed to occur in the country of your registered residence as per our IQOS database. 
    4. If you do not agree (or cannot comply) with these Terms, then you are not permitted to use the Services.  
    5. No modification of these Terms by you is permitted Your use of the Services is at our discretion and we may refuse your application to use, or we may terminate your right to use for any reason including if you breach any of these Terms.
    6. We also reserve the right to amend these Terms and the Services upon notice at any time.
  2. Eligible Devices/Registration
    1. The following Device models are eligible for the Services:
      1. 2.1.1 IQOS 3 DUO or Holders or Chargers
      2. 2.1.2 Any other IQOS heat-not-burn device that has been commercialized in the country of purchase and registration.
    2. The Device must have a readable and valid serial number.
    3. In completing the registration process to IQOS consumers database you must provide all required mandatory information in an accurate and complete manner and keep this information up-to-date. If you do not complete the mandatory fields in the application form (such as, for example, age, smoker status, email address and/or phone number) your application will not proceed. If you provide inaccurate or incomplete information Philip Morris reserves the right to refuse to provide the Services to you.
    4. The Services provided are personal to you and may not be transferred to any third party.
    5. Your use of the Services is linked to your country of residence. As the Services are only available in certain countries if you change your country of residence, you will not be able to use the Services.
  3. Term and Termination
    1. You may use the Services only within the duration of your 12 months’ IQOS warranty period in the Kingdom of Bahrain.
    2. IQOS Customer Care team may refuse to provide the Services to you if you breach any of these Terms
  4. Accidental Damage
    1. In case your Device suffers accidental and unintended damage that affects the functionality of your Device which is not caused by your misuse or reckless behavior (Accidental Damage) you may be eligible for a replacement Device as described in this section 4.
    2. You must give the damaged Device (including all components) to the IQOS Customer Care team and you will be provided with a replacement device of the same type equivalent to a new Device in performance and reliability. If a replacement Device of the same type is not available, a Device, in the same category, which is at least functionally equivalent will be provided as a replacement. The IQOS Customer Care team will keep all replaced Devices. If only part of the Device is damaged e.g. the IQOS 3 holder or the charger, then only the damaged part will be replaced and the IQOS Customer Care team will only keep the replaced part of the Device.
    3. Limitations from Accidental Damage
      1. You must take all reasonable precautions to protect your Device and use and maintain the Device in accordance with its instructions and user guide. If you do not do so, then you are not entitled to a replacement Device.
      2. You are limited to one replacement Device for Accidental Damage for each registered Device.  After the first claim is settled, the Accidental Damage in your country of residence and associated Rapid Replacement on this Program will cease. However, you can still receive the remaining Services for your Device until the end of your participation term (Device warranty period).
      3. You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch date of the Program or where any of the following circumstances are applicable:
        1. Any product that is not an eligible Device as per the list contained in paragraph 2.1.1.
        2. Damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device or power surge.
        3. Devices with a serial number that has been altered, defaced, or removed.
        4. Devices that have been opened, serviced, modified or altered in a manner not authorized and as detailed in our warranty guide and IQOS user guide.
        5. The loss or theft of your device.
        6. Cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration.
        7. Damage or failure caused by normal wear and tear and/or usage of the Device.
        8. Improper handling, or liquid contact, damage from fire, flood, or natural disaster, war, terrorism, or acts of God.
        9. Malfunction due to use with non-compatible product. 
        10. Damage or malfunction caused by failure to use as described in the associated IQOS user guide; or
        11. Failure due to defects in materials and/or workmanship and/or design; however, such failures may be covered separately either by your consumer rights or by the IQOS warranty that is in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.
    4. Making a claim under Accidental Damage

      1. You must:

        1. Report your claim to the IQOS Customer Care team as soon as possible and within the warranty period including the following information: (1) The serial number for the affected Device; (2) Description of the symptoms, problems with or causes of the damage to the Device; (3) Error messages; and (4) Actions taken before the Device experienced problems and any steps you took to resolve the problem.

        2. follow packaging and mailing instructions given by the IQOS Customer Care team for shipping the affected Device to the IQOS Customer Care team; and

        3. otherwise comply with the IQOS Customer Care team return Devices authorization process.

      2. You may also make a claim via customer service center by telephoning the number provided at www.iqos.com for your country of residence and providing the same information detailed in paragraph 4.4(a).

      3. You must not send the IQOS Customer Care team products and accessories that are not supported by Accidental Damage replacement. If you send the IQOS Customer Care team these items they will not be returned and they will be destroyed.

      4. The IQOS Customer Care team will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:

        1. Courier delivery.  A replacement IQOS device will be couriered to you, and you must return the affected Device with the authorized courier as per instruction of the IQOS Customer Care team.

        2. Carry-in service. You can return your affected Device to a participating IQOS selling store where you will be provided with a replacement.

  5. International Assistance
    1. You have access to an international toll-free number (charges may apply in some locations) when traveling abroad to countries where the Devices are commercialized , except the United States, or its affiliates or an authorized partner. This service includes troubleshooting assistance from experienced Device agents and if required, replacement of your Device within (i) Accidental Damage in accordance with these Terms or (ii)  Device issues defined in terms of material or workmanship when used in accordance with the  Device User Guide.  
    2. Service options, Device availability, response and delivery times may vary according to country.  This Service will not affect your statutory rights and rights under your Device warranty valid in the country of purchase.
    3. Limitations from International Assistance

      1. The limitations contained in paragraph 4.3 (Limitation) apply to Accidental Damage replacement under International Assistance.

      2. The following are excluded from replacement of Device issues defined in terms of material or workmanship when used in accordance with the Device user guide:

        1. Damage caused by normal wear and tear.

        2. Cosmetic damage (such as scratches, dents, broken plastic etc.);

        3. Damage caused by misuse, power surge, improper handling, liquid contact, or fire.

        4. Malfunction due to use with non-compatible product.

        5. Damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; or

        6. Damage or malfunction caused by failure to use as described in the associated Device user guide.

    4. Making a claim under International Assistance

      1. You must:

        1. Report your claim to the IQOS Customer Care team as soon as possible and no later than 1 day from the date your Device suffers Accidental Damage or  Device issues defined in terms of material or workmanship when used in accordance with the Device user guide, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;

        2. If requested by the entity commercializing the Device in the relevant country where the claim is raised, you must provide proof of purchase for your Device; and

        3. Follow packaging and mailing instructions given for shipping the affected Device; and

        4. Otherwise comply with the return Devices authorization process.

      2. The entity commercializing the Device, or the authorized partner will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:

        1. Courier delivery. A replacement Device will be couriered to you, and you must return the affected Device via the courier.

        2. Carry-in service. You can return your affected Device to a participating IQOS store and participating IQOS service points where you will be provided with a replacement.

  6. Other Services
    1. Self Diagnostic Tool: Online tool with information designed to help you diagnose and fix certain issues with your Device or check if you are eligible for Device replacement under your warranty or Accidental Damage Coverage.
    2. Rapid Replacement Service. This service provides for rapid replacement of your Device  in case of Accidental Damage and/or where you have a valid claim for Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide. For a replacement due to Accidental Damage and your Device warranty, you are limited to one Rapid Replacement Service.  Eligibility for this service is determined by the IQOS Customer Care team.
    3. Complete Service: A free of charge, professional maintenance service for IQOS™ bladed technology devices. The service includes resistance to draw machine test, professional device cleaning and firmware upgrade.
    Your Obligations. 

    You agree:

    1. not to misuse the Program and the Services;
    2. to keep your membership account safe and secure;
    3. where an exchange takes place, then any replacement Device becomes your property and the replaced Device becomes the property of the entity which makes the exchange; and
    4. to comply with applicable law.
  7. Warranty/Limitation of Liability
    1. As the Services are free of charge, each of them is provided ‘As Is’ and without any warranty.
    2. Any entity which sells and/or commercializes IQOS products in the relevant country where the claim is raised shall not be liable to the maximum extent permitted under applicable law whether in tort (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise for any direct losses, loss of profits, sales, revenues or savings, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data or information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising or otherwise resulting from your participation of the Program or your use of the Services. Any entity which sells and/or commercializes IQOS products in the relevant country where the claim is raised shall not be liable for any of the losses described in this paragraph 8.2 even if you have informed such entity of the possibility of such losses.   
    3. Nothing in this paragraph 8 excludes any liability that cannot be excluded by applicable law.
  8. Miscellaneous
    1. None of the Services constitutes an insurance policy.  
    2. The Services are currently provided free of charge.
    3. Details of the processing of your personal data that you provide us are described in Privacy Notice available at www.iqos.com.
    4. These Terms are subject to the laws of the Kingdom of Bahrain. Any legal dispute will be subject to the exclusive jurisdiction of the Kingdom of Bahrain Courts.
    5. For questions, inquiries and contact information please refer to www.iqos.com or contact +973 800 0675 

Trade In Service 

Terms and Conditions

1.  Application of Terms/Eligibility

1.1  These terms and conditions (“Terms”) are applicable to and govern your participation in the Trade In Service (the “Service”) to upgrade your  IQOS 2.4 or IQOS 2.4+ or IQOS 3 or IQOS 3 MULTI or IQOS 3 DUO or IQOS Originals One or IQOS Originals DUO device (“Device”) to one of the  IQOS ILUMA devices (IQOS ILUMA Prime, IQOS ILUMA or IQOS ILUMA One)..You should read these Terms carefully as they affect your legal rights in relation to your use of the Service. For the avoidance of doubt, this Service does not constitute and/or include any promotions, advertising, offers or discounts.

1.2  You are only eligible to make use of this Service if: (i) you are an IQOS user aged over 18 years old; (ii) your personal details and your Device are registered in the Kingdom of Bahrain IQOS database; and (iii) your main residence is in the Kingdom of Bahrain (iv) your Device is a complete unit which comprises of the pocket charger and holder (which are each in one part), except for IQOS 3 MULTI or IQOS Originals One which is one unit.

1.3  You are not required to possess the charging cable, original box, or other accessories complimentary to the Device to make use of this Service.

1.4  You may register your personal details and your Device in the database at iqos.com, by calling the customer service center or at any of the IQOS authorized partners in the Kingdom of Bahrain.

1.5  By making use of this Service, you agree to be bound by these Terms. If you do not agree or cannot comply with these Terms, then you are not permitted to make use of this Service.

1.6  These Terms may be amended at any time without notice.

2.  Trade In conditions 

2.1  The Service is provided at selected authorized IQOS partner stores in the Kingdom of Bahrain. To get information about the channels where the Service is available, contact the customer service center.

2.2  Should you qualify to make use of this Service, you will be eligible to trade in your Device and receive a trade-in value which equates to 40% of the purchase price of the IQOS ILUMA device which you intend to purchase. The trade-in value must then be used against the purchase price of the selected IQOS ILUMA device. The trade-in value cannot be used for the purchase of any other products. As part of the Service you are required to renounce ownership of the traded in IQOS device and deliver the same to the authorized IQOS partner store. Once you have traded-in your Device, you will no longer have any legal rights to its’ ownership.

The following Devices are not eligible for trade-in under the Service:

(i)  Devices with damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;

(ii)  Devices with a serial number that has been altered, defaced or removed;

(iii)  Devices that have been opened, serviced, modified or altered in a manner not authorized by us or the manufacturer.

2.4  Should you choose to make use of this Service, you are limited to a maximum of one trade-in which is to be used for the purchase of one IQOS ILUMA device.

2.5  Returning a Device of a certain color (especially limited edition colours), pursuant to section 2.2 of these Terms, does not guarantee the availability to use the applicable trade-in value for the purchase of an IQOS ILUMA device of the same colour.  

2.6  RETURN OF A DEVICE PURCHASED AS PART OF THE TRADE-IN SERVICE IS GOVERNED BY THE TERMS OF SALE OF THE SPECIFIC STORE FROM WHICH YOU MADE USE OF THE SERVICE. HOWEVER, AS PART OF THE TRADE-IN SERVICE, NO REFUNDS WILL BE PROVIDED FOR ANY IQOS ILUMA DEVICE PURCHASED THROUGH THE USE OF THE SERVICE. IN THE EVENT THAT THERE IS A CONFLICT OF PROVISIONS BETWEEN THE TERMS OF SALE AND TERMS OF THE TRADE-IN SERVICE REGARDING REFUNDS, THE TERMS OF THE TRADE-IN SERVICE SHALL PREVAIL. 

2.7  In the event that an IQOS ILUMA device which has been purchased by making us of the Service, becomes defective, the terms of the warranty shall be applicable. In such cases, we will not return the traded-in device to you.

2.8  The availability of the Service is subject to availability of IQOS ILUMA stock.

2.9  We reserve the right to modify, suspend, or terminate the Service, your participation, and/or these Terms in our sole discretion at any time for any reason whatsoever.

3.  Miscellaneous

3.1  We shall not be liable to the maximum extent permitted under applicable law for any damages you might experience by making use of this Service. This includes, but is not limited to, direct or indirect losses or data loss.

3.2  Use of personal data: When you make use of this Service, data will be used about you as described in the privacy notice, available here: https://pmiprivacy.com/en/consumer.

3.3  These Terms shall be governed by and construed in accordance with the laws of the Kingdom of Bahrain. You irrevocably submit to the exclusive jurisdiction of the courts of the Kingdom of Bahrain for disputes arising from or related to these Terms.

3.4  For questions, inquiries and contact information please refer to IQOS Customer Care team on:

·  Facebook: https://www.facebook.com/iqos.bh

·  Twitter: iqos_support_bh

·  Email: contact.bh@iqos.com

·  Call: 800-06756

·  Live chat: iqos.com

 

Registration Program Terms and Conditions

By participating in the IQOS Registration Program (the “Program”), you agree to the following terms and conditions which are brought to you by Emerald Trading Company W.L.L, a company with limited liability, with registration number 138541-1, having our registered address at Building 1032, Road 130, Block 701, TUBLI, Bahrain (the “Company”):

 

  1. Program description: Legal age (18+) adult smokers or users of other nicotine containing products who are interested in receiving information about IQOS and who choose to register their details for the first time with IQOS receive a voucher valued at 5 BHD (the “Voucher”) once registered. The Voucher can be applied against the purchase price of one IQOS ILUMA Device (IQOS ILUMA PRIME, IQOS ILUMA, or IQOS ILUMA One  device only) at one of the authorized IQOS selling stores where the Program is available and must be linked to the newly created IQOS profile by an authorized IQOS representative at the time of purchase.
  2. You can use the Voucher only if you are (i) an adult (18+) smoker or user of other nicotine containing products; and (ii) residing in Bahrain; and (iii) registered your details for the first time with IQOS and have no IQOS devices linked to your profile; and (iv) you are the intended recipient of the Voucher.
  3. Validity of the Voucher: from the date on which you registered your details until 31 December 2025 unless terminated earlier pursuant to Article 7 herein.
  4. You cannot participate in the Program if you have previously registered your details and have a device linked to your account.
  5. The Voucher is personal to you and may not be transferred to any other person nor may it be redeemed for cash. It may only be used as a part payment towards the price of an IQOS ILUMA Device.
  6. The Voucher is non-refundable. The return of an IQOS Device purchased as part of the Program is governed by the terms of sale of the specific store from which you participated in the Program. However, as part of the Program and save for your rights under the warranty, no refunds will be provided for any IQOS Device purchased through the Program. In the event that there is a conflict of provisions between the terms of sale and terms of the Program regarding refunds, the terms of the Program shall prevail.
  7. The Program shall become effective from 15 January 2024 and shall remain effective unless terminated by the Company in its’ sole discretion.
  8. The Company reserves the right to modify and/or cancel this Registration Program, including any Vouchers, at any time at our sole discretion without any notice. Any such modification will be effective immediately.
  9. These terms and conditions may be changed and/or supplemented by publication of the updated terms and conditions on iqos.com which will become the applicable Terms and Conditions.

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You can reach us during our hours of service Saturday to Thursday 9 am to 7 pm, and we will be more than happy to assist you.